SUMMARY:

• Managed multiple (small) projects across a complex IT environment
• Reviewed ticket system (Service Now) daily for updates and new requests
• Gained knowledge of hospital IT structure
• Built strong relationships with customer
• Tracked projects and tasks to completion

TECHNICAL SKILLS:

• Developed, coordinated and implemented policies and procedures, which result in a highly effective department
• Worked with Pentagon Force Protection Agency (PFPA) and provide training as needed
• Managed Call Center Operators and dispatching field technicians
• Ensured proper trouble ticket reporting, tracking to closure within the Integrated Logistics System (ILS) system
• Delivered exceptional customer service and consistently builds customer satisfaction and loyalty by promptly responding to inquiries and requests; resolves issues efficiently and professionally
• Exercised strong interpersonal communication skills with customers and employees

PROFESSIONAL EXPERIENCE:

Confidential

IT Business Analyst

Responsibilities:

• Managed multiple (small) projects across a complex IT environment
• Reviewed ticket system (Service Now) daily for updates and new requests
• Gained knowledge of hospital IT structure
• Built strong relationships with customer
• Tracked projects and tasks to completion
• Installed minor desktop solutions for customers
• Ran reports via the ticketing system (Service Now) to keep track of projects and tasks

Business Analyst

Responsibilities:

• Assisted VA Education staff re - assess report requirements, as well as provide business analysissupport to existing dbase structures.
• Extracted data list information from SharePoint for metric and quality control reporting.
• Created basic SQL queries as well as using SAS to create management reports
• Worked closely with Staff Assistant to the Director of ES to reconstruct the division SharePointsite based on customer requirements.
• Assisted with data manipulation from existing reports in SAS and databases, and created pivot tables andmetrics from adhoc reports and SQL queries.
• Worked with analysts to help streamline their reporting processes.
• Solicited business requirements through work stream interviews for information technologysolutions.
• Worked with Education Services team to begin structuring group functionalities based uponPMAS guidelines/requirements.
• Generated reports and metrics from the Project Initiation Request (PIR) database.
• Worked with the Business Analytics team to create SQL reports for upper management staff.
• Met with software development team to review business and technical requirements and validatereports.
• Provided administrative support to develop Business Requirements Documents (BRD).
• Created access queries and forms using SharePoint/Infopath and Excel data.
• Worked with UAT team to record and track defects to closure using Rational Tools.
• Assisted with performing User Acceptance Testing for new releases.
• Used Rational Tools to create and maintain defect reports for UAT team.

Business/System Analyst

Responsibilities:

• Setup Portfolio Reporting database and repositories
• Analyzed spreadsheets and pivots and feed the database
• Generated Reports and Metrics from the database
• Standardized the process for report generation
• Setup the process to collect data for Infrastructure delivery calendar
• Setup Resource Utilization View and Reports
• Extracted data list information from SharePoint
• Created access queries and forms using SharePoint and Excel data
• Updated user accounts and maintain permissions in SharePoint
• Acted as SharePoint data admin

Program Analyst Manager

Responsibilities:

• Created daily, weekly, and monthly metric reports using Microsoft Excel spreadsheets and ILS system Defined program specific SLA’s
• Reviewed and analyzed customer requirements using SLA’s combined with performance metrics
• Created SMART Key Performance Indicators (KPI’s) based off of the goals of the service level agreement.
• Met with technicians and customers to ensure KPI’s were measurable and achievable.
• Assisted developers with requirements on SQL database Integrated Logistics Tool
• Helped to establish Quality Assurance (QA) measures and ensures adherence to policies, objectives, and guidelines
• Assisted in the design and development of new Asset Management tools for better service request management
• Conducted testing of user interface applications, analyzes test results, and identifies any discrepancies
• Worked with developers to create and maintain several Integrated Logistics Systems (ILS) systems and ensure quality compliance
• Ensured Integrated Logistics Systems (ILS) functions are compliant with customer/contract requirements
• Saught out new tools to aid in the development and growth of the division
• Tracked performance maintenance trends based on KPI’s
• Acted as a SharePoint admin and trainer
• Updated user accounts and maintained permissions in SharePoint
• Reviewed, created and maintained SharePoint site data
• Improved product and process quality with emphasis on being proactive
• Supported the facilities as necessary to sustain/improve the quality of their operations and work product.
• Trained employees as needed on the ILS system
• Provided technical assistance and training to computer systems users on QA policies and procedures and performs QA testing as needed
• Assisted with logistics training via the ILS Asset Management system (Zeus)
• Reviewed contracts and RFP’s to maintain quality compliance
• Acted as CMMI liaison for ISSC group to ensure we remained level 3 compliant.
• Assisted QA manager with process compliant audits via CMMI level 3 standards
• Assisted in Logistic physical audits to ensure quality updates and measures
• Worked with PFPA and DRS technicians to monitor and maintain DAQ, AMAG, and CCTV security points
• Developed, coordinated and implemented policies and procedures, which result in a highly effective department
• Worked with Pentagon Force Protection Agency (PFPA) and provide training as needed
• Managed Call Center Operators and dispatching field technicians
• Ensured proper trouble ticket reporting, tracking to closure within the Integrated Logistics System (ILS) system
• Delivered exceptional customer service and consistently builds customer satisfaction and loyalty by promptly responding to inquiries and requests; resolves issues efficiently and professionally
• Exercised strong interpersonal communication skills with customers and employees

Metrics Analyst

Responsibilities:

• Assisted in defining program specific SLA’s
• Analyzed data and produced analysis and monthly maintenance reports identifying trends and issues
• Recommended improvements derived from data entered into the database system; worked with team to develop and implement data analysis tools to improve data reporting methods and advised management of results
• Presented and prepared reports using PowerPoint for quarterly customer meetings
• Created MS Access queries and extracted information as needed from Vantive/Unicenter (Trouble Ticket Database)
• Managed database for Inmate Telephone System (ITS) and queried data (via Crystal Reports) to provide performance metrics on a daily, weekly, and monthly
• Interfaced between the Federal Sector Training Group and project team, to convey organizational training requirements
• Assisted with software user acceptance testing
• Ran queries under SQL platform databases
• Updated and tracked NWCN’s (Network Change Notices) to closure
• Verified all operations were performed in accordance and in compliance with company policies and procedures.
• Acted as training coordinator between Federal Sector Training Group and project team to convey organizational requirements while monitoring and assessing training requirements and compliance for entire team
• Developed training matrix and insured training content was routinely input into Skillport database
• Stayed abreast of new trends and developments; up-to-date on all software and training methods
• Monitored and assessed training requirements and compliance
• Assisted with the development of team training and maintenance plans
• Worked with the Federal Bureau of Prisons